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Business Profile

Property Insurance

A A A Automobile Club of Missouri

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Property Insurance.

Important information

  • Customer Complaint:
    AAA Automobile Club of Missouri reflects complaints by Missouri, Louisiana, Mississippi, and Arkansas residents only.  Some consumers complained that they had difficulty obtaining a refund, experienced poor customer service and long wait times, had difficulty managing automobile claims, and were sold overpriced or insufficient batteries.  The company has responded to all complaints. 

Complaints

This profile includes complaints for A A A Automobile Club of Missouri's headquarters and its corporate-owned locations. To view all corporate locations, see

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A A A Automobile Club of Missouri has 28 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

    • 188 total complaints in the last 3 years.
    • 54 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/07/2024

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On January 16th I called AAA to get information on their auto insurance. The agent I spoke to was *****************************. He gave me a quote of ****** and sent me the contract in an e-mail. I received the contract but didn't sign it because I had more questions. I called him back and asked him to return my call but he didn't. I then notice that he had taken ****** dollars out of my checking account. Without a sign contract. Today is February 7th and I keep getting the run around about my money they won't put it back like they took it out. I was told they will mail it, but they keep telling me different dates for the return. I keep calling and spoke to different people and I get told something different every time. I don't have a contract with auto insurance with them at all. All I want is my money put back in my account. It has been almost a month.

      Business Response

      Date: 02/14/2024

      Thank you for the opportunity to address Ms. ******** concerns.  Please see the attached letter as our response.

    • Initial Complaint

      Date:02/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      AAA Insurance has refused to honor my claim for damages

      Business Response

      Date: 02/07/2024

      Good afternoon

    • Initial Complaint

      Date:01/26/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Tuesday we called AAA because my wife's vehicle had a flat tire. There we had been some freezing rain and they were too busy to send someone. On Wednesday, AAA said that Kendal Towing would be out to help us. They got to the bottom of our driveway and called us saying since there was some ice on the driveway and they wouldn't come up unless we agreed to pay the cost of towing their truck if it got stuck. We declined. I had already been up and down the driveway. We asked them to come back on Thursday. We called AAA on Thursday and they told us that Kendal Towing declined to come. They checked their other contractors in the area and they all declined. They informed us that we could pay someone else to provide the service we paid AAA to provide and submit it for reimbursement which could take up to 4 weeks. I am a senior citizen on a fixed income so that doesn't work too well for me. We called AAA today, Friday, and they said that Kendal Towing again declined to help us with the flat tire. They said that all of their other contractors also declined. We first called on Tuesday and it's Friday and we still haven't gotten any help with the flat tire and AAA told us to get help elsewhere! This has been the worst service imaginable.

      Business Response

      Date: 02/05/2024

      Thank you for allowing us the opportunity to respond to Mr. **** ******** concerns. I have uploaded our letter response which Mr. ****** should receive in the mail shortly.

    • Initial Complaint

      Date:01/18/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Their insured driver totaled my vehicle on 08/05/2023. My injury claim is this unresolved. This company has everything they need to resolve and settle, however the person handling my claim is unprofessional and unresponsive. I’ve made multiple phone calls and sent multiple emails that go ignored. Customer service told me that if I’m unable to reach the adjuster I should contact their supervisor. I attempted to contact the supervisors multiple times via phone and email. I haven’t received any responses to the emails and my voicemails are being ignored.

      Customer Answer

      Date: 01/22/2024

      Here’s the requested information. Please confirm receipt of this email and let me know if additional information is needed as soon as possible.
      ****** ******
      **** ******* ***
      S** ****** ** ***** (mailing address)
      ************

      Business Response

      Date: 01/23/2024

      January 23,
      2024



       





      Better
      Business Bureau



      Serving
      Eastern & Southern Missouri & Southern Illinois



      *** ** ********* **** ****



      St. Louis,
      MO *****



       



      RE:      Complainant               :           ****** ******           



                  Our Insured                 :           *****
      *******



                  Policy Number            :           ************



                  Claim Number            :           *********



      Date
      of Loss                :           08/05/2023



      BBB Tracking ID         :           ********



       



      To Whom it
      May Concern:





      Please be
      advised we are in receipt of the BBB’s inquiry dated January 18, 2024, regarding
      the above captioned claim. The following is our response to the complaint and
      our position in this matter. In the inquiry, ****** ****** states that she has
      not been provided updates about her claim. We informed Ms. ****** on several
      occasions that we were in the process of collecting necessary medical
      documentation to resolve her injury claim. A medical authorization was mailed
      to Ms. ****** August 17, 2023, and again on September 1, 2023. We received a
      completed and signed medical authorization emailed from the claimant on December
      5, 2023; however, she informed us December 6, 2023, that her DOB was off by one
      day- so an updated medical authorization had to be sent for her to sign, to
      reflect the correct information.



       



      Once the corrected
      medical authorization was secured and provided by Ms. ******, it was utilized to
      gather the necessary information to resolve her bodily injury claim. This
      process can take 30-90 days when requesting documentation from medical
      providers. The claimant was kept up to date. On January 18, 2024, Ms. ******
      then provided the necessary and required medical bills.  





      The claim
      representative completed a thorough review of all injury related information and
      subsequently contacted Ms. ******.  The
      bodily injury claim was resolved, amicably, directly with Ms. ****** on January
      19, 2024. Upon receipt of Ms. ******’s signed release received by us also on
      January 19, 2024 payment was issued.





      The review
      suggests that this Ms. ****** was provided with updates and once all
      information was received the claim was resolved timely.

























      In summary, AAA has proceeded properly
      in the investigation and handling of ****** ******’s claim. If you have any
      other concerns or questions, please contact Team Manager *** ******* at ***** ********
      or by email at       *******.********************.



       



      Sincerely,





      ******* *****



      Vice President, Insurance Claims

    • Initial Complaint

      Date:01/17/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been a member for 48 years. I called on 1/15 at noon for service to change a tire damaged hitting a sign. I was assigned to **********. No one showed up or contacted me until I called AAA around 4 pm. **** finally called and informed me that they were only doing tows and jumps. AAA said they would try and find another provider and would call me back. I received no call. When I called at 8 the next day, they told me the claim was cancelled but that they would place another claim. Same issue and non-solution happened that day. I called this morning and was told that AAA would try and find another provider and call me back. Why would AAA contract with someone that would not provide the services that they advertise.

      Business Response

      Date: 01/24/2024

      January 22, ****

      *************************** 12472 MeadowLane

      ***********, ****** 66109-1411


      Membership Number: 620 065 03560562 00

       

      DearMr. ******:

      Thank you for taking the time out of your busy schedule to report your emergency roadside service experience. Your correspondence submitted to the Better Business Bureau (BBB), was forwarded to me as a matter under my responsibility.

       

      A review of our records reflects that you contacted AAA Missouri to request tire service on January 15, ****, through January 17, ****. In your correspondence, you advised being unable to obtain updates as to when your service would arrive and waiting several hours before you were informed by the serviceprovider that they were only assisting with jumpstarts or tows. You advised placing additional callsforassistanceon the subsequentdays and being told by staff that attempts wouId be made to locatetire service for you, yet you did not receive any follow up phone calls. Regrettably, service was not provided on these days. Ultimately, you are seeking to get the tire service rendered as advertised underyour membership.

       

      To start, thank you for allowing us to review and respondto your service concerns. Your feedback is important to us, as it enables us to assess and improve upon our member service experience. It is our mission to provide timely service and updates to our members in need of roadside assistance. It is with great regret to know that this did not occur on your recent service experience. In this instance,a bout of inclementweathercaused servicelimitations and an impacton our members during this period of weather conditions.

       

      It is my understanding that you changed the tire on yourown on January 17, ****, due to the service delays that you encountered. On behalf of our entire organization, we would like to extend our sincerest apologies as we were unable to provide you with a totally satisfying member experience. We highly value your membership and find it disappointing that your experience fell short of our goal and your expectations. As suchand a gesture of goodwill, we have arranged to cover your annual Classic Level membership dues for your upcoming renewal term.

      ****************, thank you for your 48 years of membership with AAA Missouri, we greatly appreciate your continued supportand association. Shouldyou have any additional questions or comments, please do not hesitate to contact my associate,Ms. ***********************, at (562) 497- 7045.

      Sincerely,

      Nannalee *******

       Vice President, Automotive Services AAA Missouri

       

       

      Customer Answer

      Date: 01/26/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***************************

    • Initial Complaint

      Date:01/15/2024

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have battery warranty from A1 Towing dated ****- 23 good for 3 years. AAA has confirmed warranty still good. Called A1 on 1-8-2024 because car would not start. They refused to come. Another tow company came to jump start the battery. It was declared dead cell. Once restarted I drove to A1 for replacement. They said it was good. Then I went to dealer. ****** said battery good, but wrong for my car. I want A1 to reimburse me for the correct battery installed by the dealer as it is the one they should have installed 4-2023. If correct battery had been installed, the 1-2024 service call would not have been needed. Additional concern....I now know a restarted battery can be good. My 2019 suv was barely 4 years old when battery declared bad. I am now questioning the accuracy of that.

      Business Response

      Date: 01/12/2024


      Please forward to AAA Missouri at ******************************************** for review/response. 
      ************************************************************

      Thank you.

      Business Response

      Date: 01/22/2024

      Thank you for the opportunity to respond to ***************************** concerns. Please see the attached letter as our response. 

      Customer Answer

      Date: 01/23/2024

      Complaint: 21120713

      I am rejecting this response because: I have already contacted *****************. She has been sent copies of the requested documents and forwarded them to the appropriate channels. Reimbursement has not been received yet. I am not ready to mark this as closed until payment has been received.

      I appreciate the efforts of AAA to solve this issue. 



      Sincerely,

      *********************

      Customer Answer

      Date: 02/01/2024

      I have not yet received promised settlement with AAA

      Business Response

      Date: 02/01/2024

      Thank you for allowing us this opportunity to respond to ****************** additional correspondence. We have confirmed receipt of the battery receipt and ************** has been notified of our processing and handling times. It has been confirmed that a reimbursement check in the amount of $203.45 for the replacement battery purchase was mailed out to ************** on January 29, ****.

      Customer Answer

      Date: 02/06/2024

      Check received. I am satisfied with the AAA.

       

    • Initial Complaint

      Date:01/09/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Last June 2023, we were headed to our cabin in Minnesota. We got a flat tire in Floyd, IA. So I called them and they said they would have someone contact us. We waited an hour and after 4 hours I ended up having to take care of the tire myself. I used someone else for help. By the time I get to Minnesota, it was 11:45 pm and at 2:00 am I get a call from AAA and they asked how it went and told the rep it was 2 in the morning and no one changed the tire from AAA. When I got back to Missouri, I went to the AAA office and called a number to talk to someone. I have been a member for 9 years. When I talked to the AAA rep she said she would need to talk to her manager to get a discount and another week goes by. She calls me back and said her manager will call me at the beginning of next week. I finally talk to them in November. I never got a call or an apology for all this. She said that maybe they can take some money off the price of membership. I had an attorney send them letters but they never answered.
      I call up in September and the rep, Linda said it will be this much and I told her that we were supposed to get a discount. She said the rep I talked to would have to take the discount off my membership. They don't always do what they say they are going to do.

      I would like to get a refund for what it cost me last year for the membership.

      Business Response

      Date: 01/16/2024

      Thank you for the opportunity to respond to Mr. ***** ***** concerns. Please see the attached letter as our response. 

    • Initial Complaint

      Date:12/28/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My sister and I were both insured with AAA. In October and September I made payments. They posted both payments on my sister's account. Then they canceled my policy without me even knowing they had made a mistake. I tried to pay in November and that's when they told me I was canceled. A representative from AAA helped me figure out the mistake that was made. She said I would have to be reinstated. They reinstated me and said I would have to pay $103 per month for 3 months, even though it was there mistake. I'm on social security income and couldn't afford that. They never moved the funds from my sister's account to my account. I couldn't believe they treated me this way. I decided to cancel services.

      Business Response

      Date: 01/03/2024

      Thank you for the opportunity to address Ms. ****** concerns.  Please see the attached letter as our response.

       

      January 3, 2024  ***** **** **** **** ** *** *** Saint Joseph, MO 64506  Dear Ms. ****,  I am writing in response to an inquiry I received from the BBB regarding your Auto Insurance Policy. In your correspondence you state you made two monthly payments, both of which were credited to the wrong account causing your policy to cancel for non-payment.  Upon investigation into your claims our Insurance Business Manager, ******* ****, found after speaking with a representative from our company in November one of your payments was credited to the correct policy. Unfortunately, there was still one payment outstanding. Mr. **** has requested the outstanding premium in the amount of $53.66 be waived. Your policy will no longer show an outstanding balance.   I would like to take this opportunity to apologize, on behalf of the organization, for the difficulties you experienced surrounding the cancellation of your insurance policy. Be assured that occurrences such as these are not our usual and customary way of conducting business. We fully investigated your concerns and are taking appropriate action to ensure no further incidents of this nature recur. I wish to assure you that lapses in member service of this nature are not indicative of the importance we place in providing our insured members with outstanding service. As an insurance provider, we strive to address the needs of our members and insureds openly and accurately. I was disappointed to hear in your conversation with our representatives we failed to meet your expectations.     Please accept my apology for your inconvenience. If you have further questions or concerns, please do not hesitate to contact me at ***** ******** or *********************.  Sincerely,   *** ***** Regional Manager Automobile Club of Missouri 

    • Initial Complaint

      Date:12/25/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I want to know why I have been charged for the road assistance membership and who gave authorization to charge it. I never authorized the charge and want to know how this happened and also want the dispute with CITI cooperated with. I have been using AllState for years partially due to behaviors from AAA like this.

      Business Response

      Date: 01/02/2024

      Thank you for the opportunity to address Mr. *******'s concerns.  Unfortunately, we have been unable to speak with Mr. ******* despite our efforts.  Please see the attached letter as our response and attempt to resolve this issue.  We hope to hear back from Mr. ******* soon and will continue or efforts to resolve this matter.

       

      Customer Answer

      Date: 01/03/2024

      Complaint: ********



      I am rejecting this response because: still not resolved and provided PDF not sent to a******************* address. Attached is recording of attempt to reach out to ***** today 01/03/2024 via number ************ to reach out to CITIBank as they have not received a response from AAA as shown in attached. Thanks.







      Sincerely,



      ****** *******

      Business Response

      Date: 01/11/2024

      Thank you for the opportunity to respond to Mr. *******'s concerns.  Please see the attached letter as our response.

      January 10, 2024  ****** *******  323 Molina WAY    Saint Peters MO 63304  Re:      Better Business Bureau Serving Eastern & Southwest Missouri & Southern Illinois Report ID ********   Membership ************  Dear Mr. *******,   This letter is in response to your additional concerns filed with the Better Business Bureau, regarding your membership.   With the additional information you provided, we were able to locate your membership. In our review, we found that this membership was enrolled in our AutoPay service and in accordance with our plan, a payment of $90.00 was automatically debited on December 12, 2023, from card ending in ****. We then received a dispute from your bank and the payment was reversed on December 27, 2023. As such, the membership has been cancelled.   As your concerns are important to us, we have attempted to contact you to develop additional information regarding your concerns; however, we were unsuccessful. At your earliest convenience, please contact my associate, ***** *******, at ***** ********.   Sincerely,   ******* ******** Vice President Member Services Center  cc: Better Business Bureau  

      Customer Answer

      Date: 01/11/2024

      Complaint: ********



      I am partially accepting this response because I would like an explanation as to who enabled/authorized automatic transactions in my account. I did not authorize that to take place.







      Sincerely,



      ****** *******

    • Initial Complaint

      Date:12/22/2023

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My son called for roadside assistance the morning of 12/22/2023 and they were unable to help him despite of us being members of AAA for over 15 years. Why should we have to call or find a private towing company and get reimbursed when we pay for them to do if for us. This is a potentially dangerous situation, and their response was tough luck if you find someone you can submit the receipt for reimbursement. I find this totally unacceptable that this burden is being placed on us. Why can't they arrange a private tow. Also, we asked for a listing of the towing companies they call so as to not duplicate effort and they refused to provide a list of the companies they contacted.

      Business Response

      Date: 12/29/2023

      Thank you for the opportunity to response to this member's concerns. Please see the attached letter as our response. We will also be mailing a copy to the member. 

    A A A Automobile Club of Missouri is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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